Senior Analyst, Complaints, Operations Support, UK (11 months contract)

Careers at Tide; Hyderabad; On-site; INR 5,041,000 - 8,822,000; Full time

Benefits offered by this job

Health Insurance

Term & Life Insurance

Mental wellbeing program

Learning & Development Budget

WFH Setup allowance

Privilege leaves 15 days

Casual leaves 12 days

Sick leaves 12 days

Volunteer days 3

Job summary

Tide is seeking a Senior Complaints Analyst to join our UK operations, responsible for managing complaints from members and non-members regarding our products, services or support. You will own complaints from start to finish, investigate root causes, coordinate with internal teams, and ensure timely, compliant resolutions in line with FCA and FOS requirements.

The role emphasizes empathy, analytical thinking, and collaboration with Operations, Compliance and Product, with a focus on preventing

Qualifications

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment.
• Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
• Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.
• Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
• Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
• Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
• Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations

Responsibilities

• Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
• Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes
• Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
• Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment
• Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently

Skills

UK Complaints Handling

Regulatory Knowledge

Empathetic Communication

Time Management

Analytical Mindset

Stakeholder Collaboration

Education

Certificate in Complaint Handling (CCBI)

Professional Banker Certificate

Tools

GSuite (Google Workspace)

Slack

Confluence

Looker

Jira

Job description

Senior Analyst, Complaints, Operations Support, UK (11 months contract)

ABOUT TIDE

At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.

Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.

• Tide is available for UK, Indian, German and French SMEs
• Over 2 million members globally and rapidly growing
• Over $300 million raised in funding
• 3,000 Tideans globally
• Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026
• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

ABOUT THE ROLE:

We are looking for a Senior Complaints Analyst to join our team. The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service.

As a Senior Complaints Analyst, you’ll be expected to:

• Take ownership of complaints from start to finish
• Investigate complaints and identify the root cause of the issue
• Communicate with complainants through various channels to resolve complaints in a timely and professional manner
• Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints
• Maintain required productivity and quality levels

Key Responsibilities

• Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
• Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes
• Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
• Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment
• Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently

WHAT WE ARE LOOKING FOR:

Professional Experience

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment.
• Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
• Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.

Soft Skills & Communication

• Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
• Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
• Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
• Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations

Technical Proficiency

• Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira

Desired Qualifications

• Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
• Professional Banker Certificate

WHAT YOU’LL GET IN RETURN:

• Self & Family Health Insurance
• Term & Life Insurance
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.